| Summary: | 碩士 === 國立成功大學 === 交通管理學系碩博士班 === 100 === Customer satisfaction is often regarded as a key driver of customer repurchase for passenger transport providers. However, a few studies investigated customer management strategies with different travelers from consumers’ point of view. This research thus explores the relationships among customer satisfaction, service attributes and repurchase intention by considering the features of passenger transport.
In this research, the moderated multiple regression model is adopted. An empirical analysis was performed by data of self-reported questionnaire from 279 respondents. Analytical results show that short travel distance, frequent and business passengers’ satisfaction would directly influence their repurchase intention. Moreover, this study also found that the satisfaction-repurchase link was moderated only in frequent passengers and business passengers.
Finally, this research provides framework and empirical findings for Taiwan High Speed Rail Corporation and other companies in passenger transport industry to increase their customer and revenue.
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